Network Care: Remote Monitoring & Support

What it is

Help before you have to call us

Wi-Fi is what everything else in your home runs on: streaming, music, cameras, doorbells and work calls. Network Care is a simple monthly plan where SoulCraft remotely monitors your network and can log in to diagnose and fix most problems without a truck roll.

What's included

• 24/7 remote monitoring of your router, access points and switches, with automatic alerts to SoulCraft when something goes offline.
• Proactive follow-up: when we get an alert during business hours, we look into it and contact you if anything needs your attention.
• Remote fixes: remote reboots of network gear, plus Wi-Fi and configuration changes (new network name or password, guest network, parental controls, port settings for a new device).
• Firmware updates for your supported network equipment, scheduled to avoid disrupting your day.
• Remote help sessions: phone or remote-login help for network problems and for getting new devices (TVs, Sonos, cameras, printers) onto Wi-Fi. Residential includes up to 2 sessions a month; Business includes up to 4.
• Priority scheduling when an on-site visit is needed, ahead of non-members.
• 10% off on-site labor for as long as you're a member.

What's not included

• On-site visits, billed at our normal service rates (less the 10% member discount).
• Internet provider outages and problems with the provider's line or modem. We'll help you confirm it's an ISP issue and tell you what to say when you call them.
• Replacement or new hardware, and equipment out of manufacturer warranty.
• Computers, phones and tablets themselves (viruses, software, email setup).
• Redesigns, adding new access points or wiring. Those are quoted as projects.

Eligible equipment

• Networks built on eero Pro or eero Max series, or Ubiquiti UniFi, whether SoulCraft installed them or we approve your existing system.
• No separate monitoring box is needed on eero or UniFi; we monitor them through each brand's own cloud management. Other brands are reviewed case by case and quoted individually; some may need a small monitoring device or an upgrade. We'll tell you before you're billed.
• You'll grant SoulCraft remote access through the manufacturer's app. You can remove that access at any time.

Response times

• Business hours are Monday–Friday, 9 AM–5 PM Eastern.
• Residential: we respond within 4 business hours. Business: within 2 business hours.
• Alerts and requests that come in after hours, on weekends or on holidays are handled the next business day.

Billing and terms

• Billed monthly to a card on file. Residential is $24.99/mo per home and Business is $49.99/mo per location.
• Month-to-month with no contract. Cancel anytime; cancellation takes effect at the end of your current billing month. No partial refunds.
• Business plans add a higher session cap, faster response and coverage for business networks and guest Wi-Fi.

How to sign up

1. Fill out the short form below.
2. We confirm your equipment is eligible, usually within one business day.
3. We email you a secure payment link to put a card on file.
4. We connect monitoring and send a welcome email. You're covered.

See the full Network Care service terms.